Scenarios

The following are typical scenarios for modifying existing orders in Customer Service Center.
Scenario: reship an order

A fulfillment site associate contacted a CSR. The shipping company returned an order to the fulfillment site because the shipping address did not exist. The CSR must access the customer's order to verify the address, and if required, contact the customer to update the address. The CSR must also confirm that the items in the order are available for reshipment.

Use Customer Service Center Provider Settings to configure provider settings to reship items in an order.
Action
The CSR performs the following to confirm the shipping address and reship if necessary to the customer.
  1. In Order Management Customer Service Center, click Find Order.
  2. Search for orders belonging to the customer and select the desired order. The Order details page opens.
  3. From the Items section on the Order details page, review the shipping address. Because the address was incorrect, click Edit to make changes on the Edit Order Shipping Address page.
  4. Contact the customer to obtain the corrected address.
  5. Update the address and click Save. A notification at the top of the page indicates the modification to the order shipping information.
  6. Find the line items to reship in the list of items. Because the items can be reshipped once with no additional charge, select Reship from the Actions list.
  7. Enter the quantity.
  8. Click Calculate to calculate the amount to be credited to the customer. Because no payment was captured, there is no credit due to the customer.
  9. Click Submit to reship the item.
  10. Click Send Email to send a notification of the reshipment to the customer.
Scenario: cancel an item on an order
A day after a customer placed an order on the website, the customer called Customer Service to cancel one of the items in the order. They were concerned that their credit card had already been charged for the items in the order. The CSR must locate the order and confirm its status to determine if payment has been captured and if the item has been shipped.
Action
The CSR cancels the item as follows:
  1. In Customer Service Center, click Find Order.
  2. Search for orders belonging to the customer and select the desired order. The Order details page opens.
  3. From the Order details page, confirm the following for the customer:
    • The item has not yet shipped. It's in Waiting Fulfillment status, so it can be canceled from the order.
    • The payment was not captured because the order was not fulfilled.
  4. Find the line item to be cancelled in the list of items and select Cancel/Return from the Actions list. Complete the fields including quantity, reason for the cancel, and shipping credit.
  5. Click Calculate to calculate the amount to be credited to the customer. Because no payment was captured, there is no credit due to the customer.
  6. Click Submit to cancel the item from the order.
Scenario: apply an appeasement to an item on an order

A customer purchased a television for $500; however it arrived with a small scratch on the side panel. The distressed customer called to request a discount rather than repackage and return the television. The CSR must locate the order and apply a percent discount or dollar amount discount to the product cost. The CSR must confirm that the order is enabled for appeasements.
Action
The CSR provides the customer with a discount as follows:
  1. In Customer Service Center, click Find Order.
  2. Search for orders belonging to the customer and select the desired order. The Order details page opens.
  3. Offer the customer a discount of 10% of the item purchase price.
  4. Find the line item in the list of items and select Appeasement from the Actions list.
  5. Select % from the list and enter 10 in the Credit field, indicating a 10% discount.
  6. Select the Product checkbox to apply the discount.
  7. Select the reason for the adjustment.
  8. Click Calculate to recalculate the order amount.
  9. Complete the remaining fields, then click Submit to execute the appeasement.

Scenario: change a credit destination in an order
A customer placed an order over the phone. However, the payment method could not be authorized because the account number was invalid. The payment transaction status was Denied, and there was a balance due on the order. The order status was Waiting Authorization, and a system alert was noted on the Order details page. The Customer Service Representative must contact the customer (assuming this isn't considered a fraudulent situation) to request a different form of payment.
Action
The CSR obtains a valid payment method as follows:
  1. In Customer Service Center, click Find Order.
  2. Search for orders belonging to the customer and select the desired order. The Order details page opens with the alert message and a status of Denied for the current payment method.
  3. In the Payment section, click the Add button or click the add icon (???) in the Add Payment for Balance Due. The Add Customer Payment Method page opens.
  4. Complete the fields and click Save. The amount due now appears on the Authorize Payment button.
  5. Click Authorize Payment (amount).

Scenario: even swap of an item in an order
A day after a customer placed an order for black shoes on the website, she called to change the order to the same shoes in red (a variation of the same master item). If the red shoes were not in stock, then they would take the black shoes. The CSR must locate the order, confirm that the current item has not shipped, and confirm the availability of the shoes in red.
Action
The CSR performs the even swap for the customer as follows:
  1. In Customer Service Center, click Find Order.
  2. Search for orders belonging to the customer and select the desired order. The Order details page opens.
  3. Confirm the following for the customer:
    • The item has not yet been fulfilled.
    • The swap item is currently in stock at the same price as the original item.
  4. Find the line item in the list of items and select Even Swap from the Actions list in that row.
  5. Select the quantity and the swap from the Item # list. The available quantity of each item appears in the list.
  6. Click Calculate to recalculate the order amount.
  7. Complete the remaining fields and click Submit to execute the swap.
Scenario: price change to an item on an order paid using a gift card
A customer purchased a television for $500 from the website using a gift card. However, two weeks later, the customer saw a competitor's advertisement offering the television for $400. Because the original merchant matches competitor prices for 30 days following the date of purchase, the customer requested a price change with the credit of $100 applied back on the gift card. The CSR must locate the order and make the price change for the customer.
Action
The CSR performs these steps to provide a discount on the item for the customer:
  1. In Customer Service Center, click Find Order.
  2. Search for orders belonging to the customer and select the desired order. The Order details page opens.
  3. Find the line item in the list of items and select Price Change from the Actions list in that row.
  4. In the Unit field, enter the price change in the list. In this example, the price change is $400.00.
  5. Select the reason for the adjustment.
  6. Click Calculate to recalculate the order amount. The Total Amount to Credit appears.
  7. Select the GiftCard checkbox to apply the credit to the gift card.
  8. Complete the gift card fields, then click Submit.

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